Head of Customer Success Management (CSM)

Job Description

Job Description

Cartlow is the first App in the region to provide Pre-owned, Open-box, Refurbished and Clearance stock products while providing warranty, easy returns and the best value.

Cartlow is looking to hire a Head of Customer Success Management (CSM) to be responsible for creating, managing and executing the customer experience strategy in general and customer journey in particular of Cartlow.

Successful candidate will demonstrate capabilities as a professional who is responsible for developing a positive customer experience by looking after the end to end customer’s journey while fostering healthy working relationships. He/She acts as a bridge between different internal and external partners. This includes liaising with other department heads to ensure other teams contribute equally to providing Cartlow customers with a seamless experience across all OMNI channels.

In addition…

• Build a brand identity and online presence through the creation and dissemination of multimedia content online. This involves developing content strategies, managing a content team, growing an online community and tracking that community’s growth, among other duties.
• Managing a content team who is responsible of writing, editing, and proofreading content in English and Arabic.
• Manage content across all platforms, including email and social media and perform required analyses to ascertain content engagement levels.
• Manage and coordinate with the all teams operative under different contact center functions and nested divisions in order to make sure user requirements are met, serve as coordination hub between partner’s Ops teams and relevant verticals within Cartlow.
• Making sure that all KPIs (Annex one) on service deliverables, productivity, quality, customer-service standards andcompliance are met and aligned with departmental strategy.
• Focal point between internal supportive teams while making sure that business runs smoothly through, implemented measures in place to assist in monitoring system performance, identifying and resolving problem proactively, raising alarms to relevant teams within Cartlow.
• Accomplishes departmental goals by accepting ownership for accomplishing new and different requests, exploring opportunities to add value translating into better customer experience and cost effective solutions.

End to end management and support of all projects deliverables within Customer Experience Department including Development, Planning, Executing and assessment to ensure the successful completion of the projects.

Role Specific Competences:

• Manage and inspect customer journey all 5 stages one by one while monitoring respective dedicated team for each stage including Content Team.
• Ensure product description and related content are adequately represented to reflect compatibility with company corporate standards (title, description, key selling features, specifications, images and video when applicable…etc.)
• Making sure demand forecast is met and capacity planning to meet interval level demand is adequate, partners are ready and engaged to react during any unforeseen situation to minimize impact on business continuity.
• Content maintenance and evaluation (including but not limited to: time-sensitive material, menus, indexes and directories within the site.
• Conduct and/or commission ongoing audience research, Compile / analyze websites usage statistics and users’ feedback, recommend changes in editorial policy and site design

Consistently ensure high quality standards are upheld, including fact checking, quality audits and adherence to Cartlow content guidelines including content archiving and back-up.

General Competences:

• Review different customers’ touch points (OMNI Channel in whole) and spot any obstacles to be able to plan, lead, execute a resolution resulting in mitigation.
• Lead a breakthrough and achieve tangible results when it comes to Customer Experiences metrices such as NPS, C-SAT, FCR, QA.
• Establishes operational objectives and work plans at the beginning of every week/month with partner’s service delivery SPOCs, delegate assignments to partner’s managers focusing on key improvement areas whether related to increasing NPS score, reduction in AHT of Trouble Ticket, assisting in improving empowerment for enhancement of FCR and CX.
• Manage and track the daily activities across all level and control the SLA gates while working on governing Call Per Order (CPO) and Contact Per Order (CcPO).

Requirements

• Minimum Bachelor degree in Business Management, or any relevant domain.
• Minimum of 15 years of experience in a similar role in telecom or e-commerce industry.
• Minimum 5 years of agency experience in a similar role.
• Ability to conceive fresh and appealing ideas for new content that establishes or supports the company’s brand identity
• Expertise with using SEO best practices to write creative copy that includes effective keyword placement
• Good understanding of problem management, analyses and reporting.
• Sound knowledge of MS applications specially Excel.
• KAI-ZEN, 5S, LSSGB or SQL will be a plus.
  

Knowledge and skills:

• Communication, teamwork and negotiation skills.
• Demonstrate multi-tasking and Problem-solving and good analytical skills.
• Exposure to Job Evaluation methodologies
• Outstanding verbal and written communications skills in both English and Arabic.
• Relentlessly high quality standards and extreme attention to detail.
• Demonstrate ability to work with a wide variety of people.
  

Other Competencies:

• Customer First : Making customers (Internal & External) and their needs a primary focus of actions, developing and sustaining productive customer relationships.
• Quality Orientation : Accomplishing tasks by considering all areas involved; showing concern for all aspects of the job; accurately checking processes and tasks
• People Management skills : Conducting reviews & appraisals on a regular basis.
• Reportorial skills on team, process and department progress.
• Ability to create a positive work environment for the team.